• By quade
• 22 December 2024

AI Call Center Adoption: 3 Major Considerations

This year, AI is quickly becoming the hottest technology for businesses across all sectors. As AI call center adoption is ramping up, many places expect it to continue in 2025. Even Nvidia believes that their organization will include 50,000 human workers and 100 million AI agents in a hybrid organization.

But while this seems exciting and something all companies should strive to do, it is far from a universal rule. This technology is still a major investment in time and resources. Before you consider AI call center adoption, you must consider these three major factors.

1, AI Call Center Adoption As Capital Substitution for Labor

One of the most talked about benefits of AI call center adoption is its potential to automate services. But that is not inherently an advantage. An important consideration is whether or not it sufficiently saves money. Before you begin implementing AI services into your business, you must double-check and determine whether or not it will save you money.

An important consideration is to compare the price, time, and effort it takes to develop an AI that successfully addresses the problems a call center agent might encounter. You must then compare that with how much it takes to pay and employ a human employee. 

Already, many call centers are considering this plan and trying to experiment with AI workers. However, there are still some pitfalls. One is the quality of work these AI workers will provide as even now they cannot fully match human workers and it can take years to bring them to a level where they can. All of that will come at a considerable cost in time and resources.

However, we are still many years before we create a hybrid AI capable of machine learning with innovation.

2, AI Call Center Adoption Affecting Innovation

Some people are saying that AI call center adoption can also help in innovation. This is due to the increased productivity caused by AI tools. freeing up employees to do other tasks that can be more productive or lead to more innovations. Some places like Google have already adopted this policy with employees more productive so they are given time to work on personal projects that might improve the company as a whole.

The same is true for call center workers who do not constantly have to worry about handling tedious responses from customers. This can let them do tasks more stimulating like analyzing data, learning more about the company, and trying to solve some problems. This lets them begin to work on solutions for problems and create new ideas at a much lower cost because it does not take away from productivity.

3, AI Call Center Adoption Affecting Agile Scalability

One of the most important considerations you must make when adopting AIs is whether or not it is scalable. AI call center adoption will play a role in the scalability of a business, something very important in call centers. Many claim that the use of AI can speed up scalability if done right as it reduces the need to hire new workers and instead simply requires training and investment for the AI to understand more issues.

With these adoptions, you do not need to worry about constantly hiring new workers or building new models. If done right, an AI service can handle most of the work for you with only periodic updates that keep it ready to handle new problems. However, with enough time this can be a huge help as AI in some businesses can handle over 10% of all customer questions with the same capabilities as a normal human. The only problem is getting enough money. AI models are incredible energy intensive and require constant updates and energy. Both of these cost money, a lot of it that can affect scalability.